DHL Express is hiring a

Bilingual Contact Centre Advisor

at their Brampton, Ontario facility. This customer-facing role handles inbound customer interactions across phone, chat, and email channels. Shift:

Monday to Friday, 11am to 7pm EST Wage:

$23.76/hour, increasing as per the Collective Bargaining Agreement (CBA) Location:

18 Parkshore Drive, Brampton ON, L6T 5M1 Duties and Responsibilities

Respond to all incoming call, chat, and email interactions within grade of service targets; maintain AHT and quality target of 90% Handle 3 chats simultaneously while researching various in-house applications and documenting inquiries Provide qualified and timely responses to customer inquiries on shipment status, ensuring service failures are minimal Gather and provide information on shipment status, address changes, proof of delivery Book pick-up calls using the automated dispatch system and provide rates for quoted and tariff customers Keep the customer informed and updated throughout the resolution process Respond to customer inquiries quickly, directly, and concisely to drive NPA score Recognize tone, acknowledge frustration or anger, demonstrate empathy,



and support the customer Upsell and generate sales leads to meet monthly targets Adhere to all applicable call flow processes and quality assurance requirements Minimum Qualifications

Experience in Call Centre Customer Service Ability to manage 3 chats concurrently Strong multi-tasker and team player with high energy level Ability to effectively handle difficult customers Proven customer service and interpersonal skills Proven decision making and problem solving skills Excellent telephone mannerisms and written communication Working knowledge of Canadian geography Proven ability to work under pressure Must have high speed internet connection with a minimum of 50 Mbps upload speed Working knowledge of Windows-based PC programs (MS Office – Word/Excel) Typing speed – minimum 38 WPM and 90% accuracy Multi-tasking ability using digital systems – minimum 2/3 simulation tasks Experience in call centre customer service, bilingual (English and French), ability to manage 3 concurrent chats, typing speed minimum 38 WPM with 90% accuracy, working knowledge of MS Office and Windows-based PC programs, high-speed internet with minimum 50 Mbps upload speed

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📌 Bilingual Contact Centre Advisor (Winnipeg)
🏢 DHL Express
📍 Winnipeg